[Hiring] Disputes Specialist @Mercury

Role Description

We’re looking to hire a Disputes Specialist to deliver magical customer experiences all while balancing risk. As a Disputes Specialist, you will serve as a disputes subject matter expert by handling the intake, investigation, and resolution of card and ACH disputes. You’ll work with our customers in order to make consistent and high quality risk-based decisions that directly impact Mercury and our customers.

In this role, you will:

• Handle dispute intake and resolution processes, including pre-arbitration and arbitration cases, as well as ACH disputes
• Work with our partners and internal team members to review and assess information received from users to determine the validity of filed disputes from users
• Manage a high-volume caseload within service level agreements and with critical attention to detail
• Submit chargebacks to Mastercard on an as needed basis
• Document rationale for risk decisions with supporting documentation
• Meet performance targets across key quality and productivity metrics
• Identify opportunities to make processes more observable, scalable, and efficient through tooling changes and procedure updates
• Maintain a positive user experience, while mitigating risks to Mercury

Qualifications

• 2–5+ years of experience in customer support or investigations, including direct customer interaction and/or escalation handling; dispute experience and familiarity with card scheme (such as Visa or Mastercard) chargeback rules are a plus
• Experience in banking, fintech, or other financial services
• Experience in managing customer-facing queues to support caseloads
• Experience with Zendesk or other similar CRM tools
• Highly motivated self-starter, comfortable working within a high risk environment under minimal supervision
• Some product sense and knowledge of banking products such as ACH, International Wires, SWIFT, checks, debit cards and credit cards
• Ability to exercise empathy and understanding when communicating with customers
• Ability to communicate complicated concepts with efficiency and clarity
• Curiosity about the US banking system, startups, and ecommerce companies

Benefits

• Base salary
• Equity (stock options)
• Competitive salary and equity ranges updated regularly

Company Description

Mercury is building a banking stack for startups. We work hard to create the easiest and safest banking experience possible to simplify entrepreneurs' and business owners’ financial lives.

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs.